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Turning CX Insights Into Measurable Gains — State of CX Report, 2023 Part 2

How Customer Expectations Are Evolving

Customer expectations continue to rise as digital adoption accelerates. While new channels expand access, they also expose gaps between what customers need and what businesses deliver—making consistency and ease more critical than ever.

Key Findings

  • Nearly half of consumers surveyed had knowingly spoken to a customer service associate who was at home, and almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue. Yet more than 1/3 of business leaders want contact center associates back in the office.

  • 93% of business leaders surveyed believe their companies make it easy for customers to resolve their issues, but only 66% of customers felt this way in return.

  • 92% of business leaders surveyed would like to provide additional training to their customer service representatives, with ‘soft skills’ being the top area of investment and/or improvement.

  • Response vs. Resolution: Chat with an agent increased 7% when it comes to speed of issue resolution, which indicates that consumers are finding chat to be one of the fastest ways to elicit a response as well as resolve their issue.
Resolution Still Defines CX in 2023: State of CX Part 1

Why It Matters

Customer effort is one of the most powerful drivers of loyalty—and one of the most overlooked. When customers are forced to repeat themselves, wait too long, or navigate complex systems, satisfaction drops and churn increases.

Organizations that reduce effort and deliver seamless, personalized experiences across channels will be best positioned to retain customers and drive long-term growth.

 

Download the Full Report

Access the complete findings, data, and recommendations from Northridge Group’s State of Customer Experience study.